Customer Support Specialist

This is a fully remote position, open to applicants in Philippines, +5 more countries.

📋 Description

• Respond to incoming communications via phone, email, SMS, and live chat.

• Initiate outbound calls, callbacks, and follow-up communications.

• Document all significant customer interactions.

• Address common customer inquiries and direct escalations appropriately.

• Arrange, confirm, reschedule, and remind customers of their appointments.

• Provide basic service recovery for missed service windows, delayed teams, or company errors.

• Maintain precise notes, tags, statuses, follow-up tasks, ownership, and deadlines in the CRM.

• Execute routine administrative duties, data entry, records management, and documentation across various locations.

• Identify and escalate billing disputes, customer complaints, and franchisee concerns in accordance with standard operating procedures (SOPs).

• Capture the context of escalations and ensure resolution is achieved.

• Keep customers updated throughout the escalation process.

• Assist U.S.-based franchise operators, allowing managers to concentrate on operational tasks.

• Maintain an organized queue and ensure coverage for multiple franchise locations.

⛳️ Requirements

• Over 3 years of experience in customer-facing or administrative support roles.

• Proven ability to manage 60+ customer interactions daily for more than 6 consecutive months.

• At least 2 years of experience with Zendesk, HubSpot, Salesforce, ServiceTitan, or a comparable CRM/help desk system.

• Fluent in written and spoken English at a professional level suitable for customer interactions.

• Experience communicating through phone, email, SMS, and chat platforms.

• Proficiency in scheduling, confirming, and rescheduling appointments.

• Capability to adhere strictly to documented SOPs.

• Strong organizational skills with a personal method for tracking tasks.

• A professional home office setup and reliable internet connection.

• Willingness to complete the necessary training assessment.

• Availability from Monday to Friday, 9:00 AM to 6:00 PM in PST, CST, or EST.

• Comfort with technology and a quick aptitude for learning new tools.

🏝️ Benefits

• Better Role Matching — you will be positioned where you can truly excel and advance, rather than simply filling a role.

• Real Upside — high achievers are rewarded with raises, long-term job security, and growth opportunities.

• Work With U.S. Operators — gain direct exposure to franchise owners dedicated to growth and operational excellence.

• Real Ownership — your contributions will have a direct impact on operations, with less bureaucracy and more accountability from day one.

• Multi-Location Exposure — work across various franchise locations and understand the mechanics of scalable operations.

• Remote work from the comfort of your home.

• Monday to Friday work schedule.

• Opportunities for raises, long-term stability, and future career advancements.